Role:
The purpose of this position is to lead the local service organization to deliver best in class services to exceed customer expectations and deliver planned financial performance. Develop skills, information and management discipline necessary to deliver services in a timely manner at planned gross margins leveraging HBS tools, processes and best practices.
Responsibilities:
• Overall responsibility for managing service business by team of service technicians
• Ensure delivery of agreed services with customers on time, within scope, and within budget
• Responsible for ensuring Account Management principals are exercised leading to retention and additional business from service base customers
• Maintains customer’s satisfaction at acceptable levels, and resolves customer satisfaction issues
• Reviews VOC feedback and takes appropriate proactive actions
• Ownership for service financial performance of the team. Monitors financial performance on a monthly basis and reviews available to spend versus actuals for different contracts. Continuously improve service operational metrics
• Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels
• Actively supports the implementation and compliance of productivity enhancing processes related to service delivery, taking ownership to implant these in his or her own scope of responsibility
• Lead and manage service team in the effective adoption, implementation and compliance with HBS Global and EMEAI policies, processes, procedures, service tools and business best practices
• Responsible for ensuring contract escalation and renewal opportunities are maximized against plan and that cancellations are controlled at plan level
• Participate in estimate review process prior to jobs or contracts being quoted to ensure labour estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented
• Participate in risk review (per Honeywell policy)
• Partner with other Field Service Leader and Project Management Leaders
• Branch or District to ensure that the most effective resources are allocated to service jobs within and outside the Branch or District
• Ensures service contracts, additional works and small service projects are resourced properly
• Develops relationships with local subcontractors to ensure an adequate pool of subcontractor resources are available
• Manages selection and oversight of subcontractors for different jobs in conjunction, where appropriate, with supply team
• Manage the performance management process, conducting performance appraisals, and providing coaching, training, career planning, development, salary administration and reward and recognition for service team personnel with support from the HR function
• Build effect teams committed to organizational goals, foster collaboration among team members and between teams
• Develop strong relationships with Sales, Services and Solutions Leaders to ensure: effective sales to operations handovers, optimized utilization of resources and maximized pull through of service and installed projects
• Be the change management leader for team and aggressively implement agreed to initiatives
• Ensure safe and healthy work environment through effective communication, training, equipment/vehicle maintenance and facilities improvement
• Manage safety program for assigned field operation
• Ensure fire and security industry codes and standards are upheld
• As applicable, ensure industry codes and standards are upheld as well as ensure that local statutory requirements are upheld
• Follow the Honeywell SOPs and ensure the team adheres to these
Qualifications
Experience & Qualifications:
• Degree qualified in Engineering preferably Electronics
• 3-7 years experience in building services. Thorough knowledge of service field operations and financial processes
• 3-5 years supervisory knowledge with demonstrated ability to lead a team
• Financial Skills - The ability to understand financial data at contract level and identify appropriate actions indicated by variances to ensure key metrics are achieved
• The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships
• The ability to make considered and effective decisions and take clear action to address issues
• The ability to mobilize resources and develop and implement action plans / control mechanisms to achieve desired results and deliver on commitments
• The ability to understand the implications and assess the appropriate degree of acceptable risk and take actions to minimize risk
• The ability to build and maintain effective relationships with customers based on trust and mutual understanding
• The ability to embrace change and guide the team through periods of change in a positive and proactive way
• The ability to achieve results through the transfer of decision making authority and task accountability to appropriate direct reports setting clear time scales and deliverables and providing ongoing appropriate support and feedback
• The ability to enhance the performance of individuals and teams through setting challenging performance standards, providing constructive feedback on performance and collaboratively discussing improvement strategies
• The ability to gain other people’s buy in to a course of action by communicating ideas with conviction, selling the benefits of the proposal and using compelling logic
• The ability to engage employees by providing relevant information in a timely manner using clear and compelling messages and by listening to and valuing input from employees
• The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking
Apply Online
The purpose of this position is to lead the local service organization to deliver best in class services to exceed customer expectations and deliver planned financial performance. Develop skills, information and management discipline necessary to deliver services in a timely manner at planned gross margins leveraging HBS tools, processes and best practices.
Responsibilities:
• Overall responsibility for managing service business by team of service technicians
• Ensure delivery of agreed services with customers on time, within scope, and within budget
• Responsible for ensuring Account Management principals are exercised leading to retention and additional business from service base customers
• Maintains customer’s satisfaction at acceptable levels, and resolves customer satisfaction issues
• Reviews VOC feedback and takes appropriate proactive actions
• Ownership for service financial performance of the team. Monitors financial performance on a monthly basis and reviews available to spend versus actuals for different contracts. Continuously improve service operational metrics
• Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels
• Actively supports the implementation and compliance of productivity enhancing processes related to service delivery, taking ownership to implant these in his or her own scope of responsibility
• Lead and manage service team in the effective adoption, implementation and compliance with HBS Global and EMEAI policies, processes, procedures, service tools and business best practices
• Responsible for ensuring contract escalation and renewal opportunities are maximized against plan and that cancellations are controlled at plan level
• Participate in estimate review process prior to jobs or contracts being quoted to ensure labour estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented
• Participate in risk review (per Honeywell policy)
• Partner with other Field Service Leader and Project Management Leaders
• Branch or District to ensure that the most effective resources are allocated to service jobs within and outside the Branch or District
• Ensures service contracts, additional works and small service projects are resourced properly
• Develops relationships with local subcontractors to ensure an adequate pool of subcontractor resources are available
• Manages selection and oversight of subcontractors for different jobs in conjunction, where appropriate, with supply team
• Manage the performance management process, conducting performance appraisals, and providing coaching, training, career planning, development, salary administration and reward and recognition for service team personnel with support from the HR function
• Build effect teams committed to organizational goals, foster collaboration among team members and between teams
• Develop strong relationships with Sales, Services and Solutions Leaders to ensure: effective sales to operations handovers, optimized utilization of resources and maximized pull through of service and installed projects
• Be the change management leader for team and aggressively implement agreed to initiatives
• Ensure safe and healthy work environment through effective communication, training, equipment/vehicle maintenance and facilities improvement
• Manage safety program for assigned field operation
• Ensure fire and security industry codes and standards are upheld
• As applicable, ensure industry codes and standards are upheld as well as ensure that local statutory requirements are upheld
• Follow the Honeywell SOPs and ensure the team adheres to these
Qualifications
Experience & Qualifications:
• Degree qualified in Engineering preferably Electronics
• 3-7 years experience in building services. Thorough knowledge of service field operations and financial processes
• 3-5 years supervisory knowledge with demonstrated ability to lead a team
• Financial Skills - The ability to understand financial data at contract level and identify appropriate actions indicated by variances to ensure key metrics are achieved
• The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships
• The ability to make considered and effective decisions and take clear action to address issues
• The ability to mobilize resources and develop and implement action plans / control mechanisms to achieve desired results and deliver on commitments
• The ability to understand the implications and assess the appropriate degree of acceptable risk and take actions to minimize risk
• The ability to build and maintain effective relationships with customers based on trust and mutual understanding
• The ability to embrace change and guide the team through periods of change in a positive and proactive way
• The ability to achieve results through the transfer of decision making authority and task accountability to appropriate direct reports setting clear time scales and deliverables and providing ongoing appropriate support and feedback
• The ability to enhance the performance of individuals and teams through setting challenging performance standards, providing constructive feedback on performance and collaboratively discussing improvement strategies
• The ability to gain other people’s buy in to a course of action by communicating ideas with conviction, selling the benefits of the proposal and using compelling logic
• The ability to engage employees by providing relevant information in a timely manner using clear and compelling messages and by listening to and valuing input from employees
• The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking
Apply Online
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